I think part of the problem, perhaps the greatest one, with outsourcing service calls has nothing to do with outsourcing and everything to do with service. The Indian folks I've dealt with are all polite and try to be helpful, but I suspect they are often limited in what action they can take and there simply is no effective level available to bug up to.  Their business seems to be based on resolving or revolving (as in around and around) complaints without bothering the hiring company.  What has been outsourced is old fashioned service and there is very little of it left - another renewable resource that's under utilized.

On the other hand, GMAC mortgage seems to have hired a different sort of customer service company whose employees pretend to be helpful and then nasty when their secret is discovered. Not sure where they really are.  Most have only very slight accents, not Indian, at all.  They answer phone calls but never ever respond to letters, even certified ones.  I find it outrageous that a company can threaten its customers (over something it is responsible for) and then not bother to communicate in any meaningful way about the matter.  

I can swear there ain't no heaven but I pray there ain't no hell. _ Blood Sweat & Tears